- Amazon measures Direct Fulfillment performance based on high-quality customer service levels and performance against metrics designed to help your warehouse operate in a timely and accurate manner.
- When your performance declines below these levels continuously over several weeks, your account will become at high risk for suspension. Below are the three metrics Amazon monitors:
- Cancellation Rate. Typically a high cancellation rate occurs when inventory is not kept up to date and runs out. Ensure you update your inventory daily to prevent cancellations.
- Ship Method Mismatch. A ship method mismatch occurs when a different ship method is used instead of the one configured. Ensure you ship your products based on the confirmed ship method.
- Refunds and Replacements. Refunds and replacements happen when wrong items are shipped or damaged. Verify that the product being shipped matches the order, description and pictures on Amazon, and ensure that every item in your catalog has a unique product code.
3. If you miss the targets of any of these three metrics for one week, you will receive a notification asking you to investigate the cause and take corrective action.
4. If several weeks pass without showing improvement, or if you miss your goals by more than the desired margin, you will be notified that your account is at high risk for suspension. If your account is suspended, your warehouse inventory will be set to zero and no new orders will be sent until you are reinstated. Even if you are suspended, please fulfill any open orders to prevent a bad customer experience and further affect your metrics.
5. To seek reinstatement of your account, or to prevent it from being suspended if it's at high risk, you must open a case with Amazon and provide a detailed plan with the steps you will take to fix the issue and meet Amazon's performance standards.
- To do this, click on the "Contact Us" button at the bottom of the "Support" page on Vendor Central.
- Select the "Performance Metrics and SLA Agreements" from the "Direct Fulfillment" topic Drop-Down Menu.
6. To monitor your performance metrics and ensure you're providing optimal customer service, select either "Direct Fulfillment Reports" or "Operational Performance" from the Drop-Down Menu of the "Reports" tab on the top menu of Vendor Central.